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Utility Customer Care Roundup

In the year and a half that I’ve been writing for Energy Central, I’ve had the opportunity to cover many fascinating topics. Among them have been a number of subjects related to customer care. For the special report about the Transformation of Utility Customer Care, I’ve collected them in one place so readers can get a sampling of ideas they might like to try out to improve the experience customers have in doing business with their utilities. Happy reading!

Behind the Scenes

With customers becoming an increasingly important focus for utilities, the insights gained from customer journey mapping are critical for determining new offerings, programs, and technologies that will strengthen utility-customer relationships.

Chatbots can be useful in situations in which the appropriate responses to customer inquiries can be easily predicted. Chatbots offer numerous benefits, but, to reap them, utilities must use the right implementation approach.

A self-service portal meets customers’ increasing demand for convenient service options. But, a bad portal is worse than none at all, so utilities should consider several factors before moving forward.

Power Restoration

A current technology trend for utilities is a wide array of apps designed specifically for emergency power restoration. They enable first responders and utility professionals to coordinate efforts for faster, safer responses.

CenterPoint Energy has a straightforward process for getting power back online following a hurricane. But, during Hurricane Harvey in 2017, employees had to rely on mutual assistance partnerships and willingness to use technology in new ways.

Billing

On-bill financing represents a way to increase the level of energy efficiency for large swaths of communities, resulting in greater efficiency for the local utility, reduced energy bills for customers, and a reduction in harmful pollution.

Customer Relationships

A variety of factors, such as a demand for deeper engagement and more digital communication options, have put utilities in the position of placing customers at the forefront of their planning. Here's how they're doing it.

Utilities can’t rely on the same old strategies to keep customers happy. Due to evolving customer expectations, advanced technological solutions, and new tools for more effectively deploying agents, the customer care rules have changed.

Utilities haven't historically gotten high marks for their customer-friendly approach. But, as consumers increasingly experience customer-centric service from other companies, they expect the same from their energy providers.

A new pricing structure can be confusing and frustrating for customers, especially if they don't understand how it benefits them. That's why utilities must develop a robust communication strategy around time of use pricing.

Public Relations

In an effort to build close relationships with customers, Loveland Water and Power creates trust, transparency, and respect by sharing information on social media, attending city-sponsored events, and participating in the community.

A Lunch & Learn is an educational session that takes place during the lunch hour. Utilities can use Lunch & Learns as part of the all-important task of keeping customers engaged. Here are some ideas for creating your own successful Lunch & Learn program.

Saving energy may have more of a serious undertone than an entertaining one, but that doesn’t mean it can’t be fun. Utilities are using gamification and energy-based board games to get customers to save energy.

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